principal specialist, it design

Randstad Enterprise; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Randstad Enterprise is seeking a Service Level Support Professional in India to manage VMS-related tickets and coordinate with cross-functional teams. The role requires deep VMS experience, especially with Fieldglass, Beeline, or VNDLY, and familiarity with ticketing systems like Freshdesk or ServiceNow.

You will support 20+ internal squads, ensure SLAs, and help drive automation and data-driven processes while maintaining strong documentation and regional collaboration across NAM, EMEA, and

Qualifications

• 5+ years of deep, hands-on experience with Vendor Management System (VMS) tools, particularly Fieldglass (primary), Beeline, or VNDLY.
• Experience with data uploads, rate configuration, reporting, user access troubleshooting, and managing approval groups.
• Familiarity with ticketing tools such as Freshdesk or ServiceNow.

Responsibilities

• VMS Case Management: Handle and resolve support tickets on platforms like Freshdesk or ServiceNow for VMS tools such as Fieldglass, Beeline, or VNDLY.
• Proactive Ticket Prioritization: Identify high-impact tickets and aim for same-business-day resolution to minimize disruption.
• Cross-Squad Collaboration: Support 20+ internal squads by managing requests and maintaining resolution standards.
• Quality & SLA Adherence: Ensure accuracy, timeliness, and compliance with SLAs for all tasks.
• Project Management Support: Coordinate with Tech PMs, Associate Tech PMs, and Data Analysts to facilitate projects.
• Process Improvement: Identify recurring trends and suggest system/process improvements to reduce turnaround.
• Documentation & Knowledge Sharing: Maintain internal docs, FAQs, and references to standardize responses.
• Regional Coordination: Act as primary SL contact from India with EMEA, APAC, NAM teams.

Skills

Agile Methodology

Data Quality Management

Product Testing

Usability Testing

Data Visualization

Requirements Management

Problem Resolution

User Experience (UX) Design

Data Analysis

Data Mining

Tools

Freshdesk

ServiceNow

Salesforce

SAP

Job description

Every year, we help hundreds of thousands of people find rewarding jobs in the ever-changing world of work. We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we’ll help them continue to grow as their needs and ambitions change. At Randstad, our value comes from our people and that is why we put them first. We are proud of our learning culture and career architecture framework that encourages ours team to develop both personally and professionally. We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.

Job Summary

The Service Level Support Professional is responsible for managing and resolving VMS-related case management tickets, coordinating with cross-functional teams, and ensuring high standards of quality and compliance with Service Level Agreements (SLA). This role involves regional coordination and continuous process improvement, contributing to the efficiency of case handling and project implementation.

Key Responsibilities

• VMS Case Management: Handle and resolve support tickets raised on platforms like Freshdesk or Service Now, specifically related to Vendor Management System (VMS) tools such as Fieldglass, VNDLY, and Beeline.
• Proactive Ticket Prioritization: Swiftly identify and prioritize crucial, high-impact tickets, with the expectation of same-business-day resolution to minimize business disruption.
• Cross-Squad Collaboration: Support over 20 internal squads by efficiently managing incoming requests, providing expert guidance, and maintaining consistent resolution standards across all interactions.
• Quality & SLA Adherence: Maintain accuracy, timeliness, and full compliance with Service Level Agreements for all support and project tasks.
• Project Management Support: Coordinate with Tech PMs, Associate Tech PMs, and Data Analysts to facilitate the implementation of incoming project requests.
• Process Improvement: Proactively identify recurring case trends, suggest system and process enhancements, and help reduce turnaround time for support cases.
• Documentation & Knowledge Sharing: Contribute to and maintain internal documentation, including FAQs and process references, to standardize responses for recurring issues.
• Regional Coordination: Act as the primary Service Level contact from India, ensuring seamless and collaborative relationships with EMEA, APAC, and NAM teams.
• Data & Reporting: To develop reports and dashboards, identify opportunities for automation. Analyse historical data and current data to forecast volumes.
• Process & Compliance: Maintain audit documentation's and controls, ensuring adherence to contractual SLA's and KPI's. Look forward for driving automation and workflow optimization.

Functional and Technical Understanding

5+ years of deep, hands-on experience (if exp is 7+ it is an added benefit) with Vendor Management System (VMS) tools, particularly Fieldglass (primary), Beeline, or VNDLY. This experience must include an in-depth understanding of VMS configuration and client setup (e.g., fixing rate cards, deep-dive troubleshooting).

Proven expertise in core VMS functions, including data uploads, rate configuration, reporting, user access troubleshooting, and managing approval groups. (Open to changes/adaptability based on client/process requirement)

Familiarity with ticketing tools such as Freshdesk or ServiceNow.

Familiarity with Salesforce & experience with SAP is a plus

PMP or ITIL certification (added advantage)

2. Analytical & Process Oriented Mindset

• Demonstrated ability to identify systemic recurring issues and successfully propose process improvements.
• Strong attention to detail, coupled with disciplined documentation habits and a commitment to data entry consistency.

3. Agility & Ownership

• Proven ability to manage and prioritize multiple squad interactions efficiently.
• Willingness to take end-to-end ownership of requests, including proactive communication and follow-up with internal clients.

4. Communication & Collaboration Skills

• Excellent written and verbal communication skills necessary for effective global coordination.
• Experience working in cross-regional or client-facing support environments.

5. Soft Skills & Culture Fit

• A proactive attitude, high accountability, and strong adaptability to different client and team styles.
• Comfortable working within a fast-paced, globally distributed team structure.

Additional Information

• Shift Timings - NAM/EMEA/APAC (Applicant should be comfortable with all 3)
• Work Location - Hyderabad(1st)/Bangalore(2nd)/Pune (3rd)
• Work Type - Hybrid

skills

• Agile Methodology
• Data Quality Management
• Product Testing
• Usability Testing
• Data Visualization
• Requirements Management
• Problem Resolution
• User Experience (UX) Design
• Data Analysis
• Data Mining